SOOKAJEWELRY REFUND POLICY
1. Return Eligibility
We accept returns within 30 days of delivery for items meeting these conditions:
• Unworn, unaltered, and in original condition
• All original tags and packaging intact
• Authenticity certificate included
• Custom-made items cannot be returned
2. Non-Returnable Items
The following are not eligible for return:
• Personalized or customized jewelry
• Earrings for hygiene reasons
• Items with special discounts
• Gift cards and certificates
3. Return Process
To initiate a return:
-
Contact customer service at returns@sookajewelry.com
-
Provide order number and reason for return
-
Receive return authorization and shipping label
-
Package items securely with all original materials
-
Ship within 7 days of authorization
4. Refund Timeline
• Refunds processed within 5 business days of receiving returned items
• Original shipping costs are non-refundable
• Refund method matches original payment
• International orders: refunds may take 10-15 business days due to bank processing
5. Exchange Policy
We offer exchanges for:
• Different size (ring resizing available)
• Alternative color (gold tone variations)
• Equal or greater value items
• Exchanges ship immediately upon return processing
6. Damaged or Defective Items
For quality issues:
• Contact us within 7 days of receipt
• Provide photos/video of the issue
• We cover return shipping and expedite replacement
• Option for full refund if preferred
7. Special Circumstances
• Lost packages: We file claims and reship immediately
• Wrong items shipped: We provide prepaid return labels
• Quality concerns: Professional assessment available
8. International Returns
Additional notes for international customers:
• Customs duties and taxes are customer's responsibility
• Recommend using tracked shipping
• Return to our international hub in Hong Kong
For assistance with returns, contact our customer service team:
Email: returns@sookajewelry.com
Phone: (613) 857-3556
Response within 24 hours during business days